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1.
The effects of filled waiting time and service provider control over the delay on evaluations of service 总被引:1,自引:0,他引:1
Shirley Taylor 《Journal of the Academy of Marketing Science》1995,23(1):38-48
This article reports on an experiment that investigated the effects of a delay, perceived control over a delay, and the extent
to which time was filled during the delay on various performance evaluations in a service encounter. It was determined that
delays lower customers’ overall evaluations of service and of the tangible and reliability attributes of the service in particular.
When delayed, performance evaluations were affected by whether the service provider was perceived to have control over the
delay and whether the customer’s waiting time was filled. Overall performance evaluations and performance evaluations of tangibility,
reliability, and responsiveness were highest when perceived service provider control was low and the waiting customer’s time
was filled. These evaluations were lowest when perceived service provider control was high and waiting time was not filled.
She received her Ph.D. from the University of British Columbia. 相似文献
2.
Patricia A. Knowles Stephen J. Grove W. Jeffrey Burroughs 《Journal of the Academy of Marketing Science》1993,21(2):135-142
To ascertain the effect of mood on information retrieval and evaluation of advertisements and brands, subjects were induced
into one of three moods (positive, neutral, or negative) via a modified Velten procedure 72 hours after they were exposed
to five fictitious advertisements. While delayed positive and negative mood states had opposite effects on memory-based recall
of information, with subjects in the positive mood condition recalling significantly more information than those in the negative
one, they had no significant effect on ad or brand evaluation. Recall data are consistent with previous reports in the literature
and evaluation data can be explained according to the information processing goals of subjects as described by Keller (1991)
or Srull (1990). Thus, it appears that inducing people into positive moods as much as 72 hours after they have seen an ad
for a product can have a significant impact on their memory for ad copy.
She received her Ph.D. in Experimental Psychology from Bowling Green State University and completed post-doctoral study in
marketing at the University of Georgia. Dr. Knowles has published in journals which include theJournal of Business and Industrial Marketing, Journal of Marketing Education, Journal of Education for Business, Journal of
Teaching in International Business, Psychological Reports, andJournal of International Consumer Marketing. Her research interests include psychological and physiological bases of consumer information processing and the underlying
components of selling effectiveness of salespersons.
He received his B.A. and M.A. from Texas Christian University and his Ph.D. from Oklahoma State University. Dr. Grove is active
in many research streams including services marketing, salesperson effectiveness, and environmental issues. Among his publications
are articles in theJournal of the Academy of Marketing Science, Journal of Public Policy and Marketing, Journal of Health Care Marketing, Journal
of Marketing Education, and others.
He received his Ph.D. in Psychology from Arizona State University. Dr. Burroughs’ research interests include rule-governed
approaches to consumption, consumption symbolism, and social cognition in applied settings. He has published in theJournal of Consumer Research as well as in a number of psychology journals and has co-edited a book entitledApplied Psychology. 相似文献
3.
Prior research has demonstrated that customer evaluations of a new product are directly related to the degree to which a company’s
skills are perceived to “fit” with those required to provide the new product. This finding has led to recommendations that
firms focus on perceptually close new product areas. However, many firms have successfully entered perceptually distant markets.
We reconcile this apparent contradiction by proposing that the effect of perceived fit on new product evaluation is not direct,
but is mediated by the certainty a customer has that a company can deliver the proposed new product. Our findings indicate
that, by itself, perceived fit has a positive impact on industrial product evaluations. However, the relationship between
fit and new product evaluations, previously held to be direct, is instead mediated by customer certainty. That is, when the
effect of customer certainty is considered, the direct effect of fit disappears. Implications for theory and practice are
discussed.
His research interests include management of brand equity, and competitive analysis. His research has been published inJournal of Marketing Research, Journal of Marketing, Journal of Consumer Research, Strategic Management Journal, Journal of
Advertising Research, Industrial Marketing Management, Journal of Services Marketing andPlanning Review. He received his Ph.D. from the University of Pittsburgh.
Her research interests are in “marketing creativity,” and the management of mature products. Her research has been published
in theJournal of Services Marketing and in the proceedings of the American Marketing Association. She received her Ph.D. from the University of Wisconsin-Madison. 相似文献
4.
A lack of understanding of the relationships among measures of salesperson performance exists in practice and in the retailing/sales
management literature. This article examines the relationships among three commonly used measures—one outcome (sales volume)
and two judgmental measures (managerial evaluations and salesperson self-evaluations). We empirically demonstrate that not
all judgmental measures are related to outcome measures; that is, salesperson self-evaluations are significantly related to
sales volume, but managerial evaluations are not. The study also examines the efficacy of retailers using short outcome-measuring
periods for evaluation purposes. The results suggest that outcome measure variance within salespeople for short periods is
high and therefore these data should be used with caution.
He received his Ph.D. in marketing from The Ohio State University. His research interests are in the areas of retailing, logistics,
and sales management. He has published extensively in journals such as the Journal of Marketing Research, Journal of Marketing, Journal of the Academy of Marketing Science, and Journal of Retailing. He is co-author of Retailing Management.
He received his Ph.D. in marketing from the University of Illinois at Urbana-Champaign. His research interests are in the
area of sales management and organizational behavior. His has published in the Journal of the Academy of Marketing Science, Journal of Personal Selling and Sales Management, and International Journal of Physical Distribution and Logistics Management. 相似文献
5.
Leisa Reinecke Flynn Ronald E. Goldsmith Jacqueline K. Eastman 《Journal of the Academy of Marketing Science》1996,24(2):137-147
The authors describe the development and validation of multiple-item self-report scales to measure opinion leadership and
opinion seeking for specific product or service domains. The concepts of opinion leadership and opinion seeking are defined,
previous attempts to measure them are critiqued, and the scale development process is described. Five separate studies using
data from 1,128 student and adult respondents provide ample evidence for the unidimensionality, the reliability, and the construct
and criterion-related validity of the resulting scales. Finally, implications for consumer theory and marketing practice are
discussed.
She received her Ph.D. from the University of Alabama. Her research focuses on methodological issues in consumer research.
He received his Ph.D. from the University of Alabama. His chief interest is in scaling consumer characteristics.
where she directs the MBA program. She received her Ph.D. from Florida State University. Her research includes business ethics,
scale development, and marketing to children. 相似文献
6.
The perceived importance of ethics and social responsibility on organizational effectiveness: A survey of marketers 总被引:2,自引:0,他引:2
Anusorn Singhapakdi Kenneth L. Kraft Scott J. Vitell Kumar C. Rallapalli 《Journal of the Academy of Marketing Science》1995,23(1):49-56
A necessary but insufficient condition for marketers to act ethically and be socially responsible is that they must perceive
ethics and social responsibility to be important. However, little is known about marketers’ perceptions regarding the importance
of ethics and social responsibility components of business decisions. The objectives of this study are (1)to assess the marketing
practitioners’ perceptions regarding the importance of ethics and social responsibility in achieving organizational effectiveness,
and (2) to analyze the relative influences of selected personal characteristics and organizational factors underlying a marketer’s
perceived importance of ethics and social responsibility. The results from a mail survey of American Marketing Association
members indicate that the marketers generally believe that ethics and social responsibility are important components of organizational
effectiveness. The results partly indicate that there is a positive relationship between a marketer’s corporate ethical values
and his or her perceptions regarding the importance of ethics and social responsibility. The results also indicate that the
marketers’ perceptions regarding ethics and social responsibility can be explained by idealism and relativism.
He has also served on the marketing faculty at Thammasat University, Thailand. He received his Ph.D. from the University of
Mississippi. His research focusing on marketing ethics and social responsibility has been published inJournal of the Academy of Marketing Science, Journal of Business Ethics, Journal of Macromarketing, Journal of Personal Selling
& Sales Management, Journal of Public Policy & Marketing, and elsewhere.
He received his D.B.A. in management from the University of Maryland. His work on business ethics, organizational design,
and strategic planning has been published inAcademy of Management Review, American Business Review, andJournal of Business Ethics. His current research interest centers on the measurement of moral intensity.
He received his Ph.D. from Texas Tech University. His work has appeared inJournal of the Academy of Marketing Science, Journal of Business Ethics, Journal of Business Research, Journal of Macromarketing,
Journal of Personal Selling & Sales Management, Research in Marketing, and elsewhere.
He received his Ph.D. in marketing from the University of Mississippi. His research has been published inJournal of the Academy of Marketing Science, Journal of Business Ethics, Journal of Pharmaceutical Marketing and Management,
Journal of Social and Administrative Pharmacy, and elsewhere. His research interests include marketing ethics, health care marketing, international marketing, and direct
marketing. 相似文献
7.
Foo Nin Ho Scott J. Vitell James H. Barnes Rene Desborde 《Journal of the Academy of Marketing Science》1997,25(2):117-126
Researchers in marketing ethics have identified the importance of cognitive moral development (CMD) in marketing ethics models.
This study looks at selected correlates of role conflict and role ambiguity in marketing, especially the mediating role of
CMD. Of the correlates examined, the results seem to support the existence of statistically significant relationships between
CMD and role conflict and ambiguity. Implications for practitioners are provided. For example, the study could have direct
implications for management personnel who have the responsibility of hiring ethical people and helping them address any role
conflict or ambiguity that may arise from their job.
He received his Ph.D. in marketing from the University of Mississippi. His work has previously appeared in theJournal of Business Ethics, theJournal of Pharmaceutical Marketing and Management, theJournal of Marketing Theory and Practice, theJournal of Promotion Management, Health Marketing Quarterly, and various national proceedings.
He received his Ph.D. in marketing from Texas Tech University. His work has previously appeared in theJournal of Business Research, theJournal of Macromarketing, theJournal of Business Ethics, International Marketing Review, theJournal of the Academy of Marketing Science, and various other journals and proceedings.
He received his Ph.D. from the University of Oregon. His research has previously appeared in theJournal of Marketing Research and numerous other journals and proceedings.
He received his Ph.D. in marketing from Florida State University. His research has been published in theJournal of Business Research, theJournal of Marketing Management, and in various proceedings. 相似文献
8.
The effects of the service environment on affect and consumer perception of waiting time: An integrative review and research propositions 总被引:1,自引:0,他引:1
The management of buyers’ perceptions of waiting time by service businesses may be critical to customer satisfaction. Although
reducing actual waiting time is important, what managers view as a short time to wait may feel too long to customers. Relevant
literature from architecture, environmental psychology, psychology, physiology, operations management, sociology, and marketing
is integrated to build a conceptual model of how the service environment may influence affect and, in turn, waiting time perception.
Based on this model, propositions about how specific service environment elements (e.g., lighting, color, temperature) may
influence affect and time perception are presented. Finally, a research agenda and implications for service facility design
are proposed.
She received her Ph.D. from Texas A&M University. Her areas of interest include the retail/service environment, internal marketing,
and service quality. She has published articles in theJournal of the Academy of Marketing Science, Journal of Retailing, andInternational Journal of Research in Marketing, among others.
She received her Ph.D. from the University of Texas at Arlington. She formerly was in sales and marketing planning at IBM,
where she was involved in bringing numerous products to market. 相似文献
9.
Alternative indexes for monitoring customer perceptions of service quality: A comparative evaluation in a retail context 总被引:3,自引:0,他引:3
Customer satisfaction and service quality measures obtained through consumer surveys invariably have skewed distributions.
As such, researchers have questioned the appropriateness of the popular approach of using the mean rating to summarize such
data. However, no detailed study on this topic has yet been conducted. In two independent studies, the relative validity of
the various indexes that can be used to summarize consumer’s service quality ratings (e.g., mean, median, mode, kurtosis,
skewness, top/bottom-tail percentiles) are examined. In Study 1, using typical commercial survey data from a fast-food/convenience
retail chain, both the mean and top-box percentiles are found to be the best indicators of service quality, based on their
correlation with customer-driven business performance measures. In Study 2, the results are further confirmed by an extensive
simulation that varies factors such as the shape of the underlying distribution of customer ratings and the strength of the
relationship between customer ratings and business performance measures. The article concludes with a discussion of the findings
and implications for future research.
Robert F. Hurley is an assistant professor of marketing at Fordham University. He received his M.B.A. from the University of Pennsylvania
and his Ph.D. from Columbia University. His research has been published in theJournal of Marketing, theJournal of the Academy of Marketing Science, Advances in Services Marketing and Management, theJournal of Business Research, California Management Review, theJournal of Applied Social Psychology, theJournal of Marketing Theory and Practice, and theJournal of Engineering and Technology Management.
Hooman Estelami is an assistant professor of marketing at Fordham University. He received his M.B.A. from McGill University and his Ph.D.
from Columbia University. His research has been published in theJournal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, Pricing Strategy and Practice, Middle East Insight,
Advances in Consumer Research, theJournal of Professional Services Marketing, and theJournal of Business in Developing Nations. 相似文献
10.
Anna S. Mattila 《Journal of the Academy of Marketing Science》2003,31(3):287-299
This study sheds some light on the role of memory in satisfaction judgments. The author's findings indicate that consumers
might fail to form satisfaction evaluations in an online manner in typical repeat-consumption situations. Instead of consciously
reevaluating familiar products or services, consumers may choose to engage in judgment updating/formation processes only when
faced with a postpurchase satisfaction inquiry. Surprise performances or inconsistent service delivery, however, greatly reduce
the consumer's reliance on prior judgments. Under these conditions, consumers are motivated to spontaneously update their
summary evaluations stored in memory. The implications of the memory-based nature of satisfaction judgments to service and
retail managers are briefly discussed.
Anna S. Mattila (asm6@psu.edu) is an assistant professor in the College of Human Health and Development at the Pennsylvania State University,
University Park. She holds a Ph.D. from Cornell University, an MBA from the University of Hartford, and a B.S. from Cornell
University. Her research interests focus on consumer responses to service encounters and cross-cultural issues in services
marketing. Her work has appeared in theJournal of Retailing, theJournal of Service Research, theJournal of Consumer Psychology, Psychology & Marketing, theJournal of Services Marketing, theInternational Journal of Service Industry Management, and in theJournal of Hospitality & Tourism Research. 相似文献
11.
The influence of store environment on quality inferences and store image 总被引:17,自引:0,他引:17
Julie Baker Dhruv Grewal A. Parasuraman 《Journal of the Academy of Marketing Science》1994,22(4):328-339
The study reported here examines how combinations of specific elements in the retail store environment influence consumers’
inferences about merchandise and service quality and discusses the extent to which these inferences mediate the influence
of the store environment on store image. Results show that ambient and social elements in the store environment provide cues
that consumers use for their quality inferences. In addition, store environment, merchandise quality, and service quality
were posited to be antecedents of store image—with the latter two serving as mediators—rather than components of store image
(as they are typically treated in the store image literature). Theoretical and managerial implications of the findings are
discussed, and future research directions are proposed.
She received her Ph.D. from Texas A&M University. Her areas of interest include store environment, consumer behavior, and
product/service quality. She has published articles in theInternational Journal of Research in Marketing and theJournal of Retailing.
He received his Ph.D. from Virginia Polytechnic Institute and State University. His areas of interest include pricing, consumer
behavior, product/service quality, and customer satisfaction. He has published articles in a number of journals, including
theJournal of the Academy of Marketing Science, Journal of Marketing Research, Journal of Consumer Research, Journal of Public
Policy and Marketing, andJournal of Retailing.
He received his D.B.A. from Indiana University in 1975. His research interests focus on the measurement and improvement of
service quality and on services marketing strategy. He is the recipient of several teaching and research awards. In 1988,
he was selected as one of the ten most influential figures in quality by the editorial board ofThe Quality Review. His articles have appeared in theJournal of Marketing, Journal of Marketing Research, Journal of Services Marketing, andBusiness Horizons, among other publications. He is the author ofMarketing Research, a college textbook, as well as coauthor ofMarketing Services: Competing through Quality andDelivering Quality Service: Balancing Customer Perceptions and Expectations. He is also an active consultant to a number of major corporations. 相似文献
12.
Sridhar N. Ramaswami Sanjeev Agarwal Mukesh Bhargava 《Journal of the Academy of Marketing Science》1993,21(3):179-193
This study presents an integrated work alienation model that includes a number of relevant exogenous antecedents from the
task, supervisory, and organizational structure domains. The study hypothesizes that these antecedents influence work alienation
of marketing employees both directly and indirectly because of the effects they have on employees’ role stress and commitment
to the organization. Simultaneous inclusion of relevant antecedents enables the study to establish the relative importance
of each antecedent for work alienation of employees. The study also includes a comparative evaluation of the applicability
of the proposed model for subgroups of employees stratified by gender.
He obtained his Ph.D. at the University of Texas at Austin and has several years of practical experience in sales management.
His research interests are in the areas of sales management, marketing strategy, and international marketing. He has previously
published in the International Journal of Research in Marketing, Journal of Economic Behavior and Organization, Journal of International Business
Studies, Journal of Personal Selling and Sales Management, and a number of other marketing/international journals.
He obtained his Ph.D. at Ohio State University. His practical experience includes international trade of merchandise and sales
and supply of industrial plants and equipment. His research interests are in the areas of international marketing and sales
management. He has previously published in Advances in International Marketing, International Trade Journal, Journal of International Business Studies, and Journal of Personal Selling and Sales Management, and has contributed to several national and international conference proceedings.
He obtained his Ph.D. at the University of Texas at Austin and has several years of practical experience in advertising management.
His research interests are in the areas of advertising, marketing strategy, and international marketing. He has previously
published in the Journal of Advertising Research and has contributed to several national conference proceedings. 相似文献
13.
The purpose of this research is to introduce a cognitive mapping methodology designed to explore the goal structures that
are activated by a consumer’s experienced feelings of self-relevance or involvement with a product or service. In particular,
the authors examine how a consumer’s enduring involvement with a product class (greeting cards) and specific decision situations
affect the content and structure of the activated purchase goals in a consumer’s decision map. As compared to enduring involvement,
the decision situation more strongly affected the content of the goals in the decision maps. The authors conclude with a discussion
of the implications of the method and the results for consumer behavior and marketing strategy research.
He received his Ph.D. from Arizona State University, his M.B.A. from the University of Missouri, and his B.S. from Southwest
Baptist University. His work has been presented at American Marketing Association, Association for Consumer Research, and
Academy of Marketing Science national conferences. Cognitive mapping and marketing strategy processes are his primary research
interests.
She received her Ph.D. from Pennsylvania State University. Her research interests center on the areas of consumer behavior
and marketing strategy. In particular, her research emphasizes the cognitive structures and processes that underlie the formation
of marketing strategy and consumer decision making. She has published her work in theJournal of Marketing Research, Sloan Management Review, Journal of Business Research, Research in Consumer Behavior, and other scholarly publications. 相似文献
14.
Jeen-Su Lim William K. Darley John O. Summers 《Journal of the Academy of Marketing Science》1994,22(3):274-282
Empirical research concerning the effects of country of origin (COO) on consumers’ evaluative reactions to products has produced
mixed and sometimes inconsistent results. Potential explanations for this situation include differences in the countries considered,
populations sampled, products investigated, availability of product cues other than COO, the format in which the product cues
were presented to the subjects, and the types of evaluative reactions considered. The authors present the results of three
experiments designed to investigate the impact of three presentation formats (i.e., single cue, explicit multiple cues, and
implicit multiple cues) on COO effects for four evaluative reactions (i.e., perceived quality, product evaluations other than
quality, affect, and purchase intentions). COO effects were strongest for the single-cue format and weakest for the implicit
multiple-cues condition. Perception of product quality was most strongly affected by COO, followed by product evaluations
other than quality; COO had its smallest effect on purchase intention. Implications of these results and future research directions
are discussed.
He received his Ph.D. in marketing from Indiana University. His work has appeared in many journals including theJournal of Marketing Research, Journal of Consumer Research, Journal of Business Research, Industrial Marketing Management,
International Marketing Review, Management International Review, Psychology and Marketing, andJournal of Health Care Marketing, as well as conference proceedings. His research interests include consumer inference and decision-making processes, research
methods, export marketing, and competitive strategy.
He received his MBA from Notre Dame and his Ph.D. from Indiana University. His research interests include consumer choice
processes, consumer response to advertising, and marketing communications. His work has been published in theJournal of Marketing, Journal of Business Research, Journal of Consumer Research, Journal of Consumer Affairs, Psychology
and Marketing, and elsewhere.
He received his Ph.D. in Industrial Administration from Purdue University. His research interests include buyer-seller negotiations,
channel relationships, and marketing strategy. His work has appeared in theJournal of Marketing Research, Journal of Marketing, andJournal of Consumer Research. 相似文献
15.
Pratibha A. Dabholkar Dayle I. Thorpe Joseph O. Rentz 《Journal of the Academy of Marketing Science》1996,24(1):3-16
Current measures of service quality do not adequately capture customers’ perceptions of service quality for retail stores
(i.e., stores that offer a mix of goods and services). A hierarchical factor structure is proposed to capture dimensions important
to retail customers based on the retail and service quality literatures as well as three separate qualitative studies. Confirmatory
factor analysis based on the partial disaggregation technique and cross-validation using a second sample support the validity
of the scale as a measure of retail service quality. The implications of this Retail Service Quality Scale for practitioners,
as well as for future research, are discussed.
She received her Ph.D. from Georgia State University. Her research interests include attitude and choice models, service quality
and customer satisfaction issues, technology in service delivery, and business-to-business relationships. She has published
articles in theJournal of the Academy of Marketing Science, Journal of Business Research, Journal of Consumer Research, Journal of Consumer
Satisfaction, Dissatisfaction, and Complaining Behavior, Journal of Health Care Management, International Journal of Research
in Marketing, andPsychology and Marketing, as well as in various conference proceedings.
She also holds a B.S. and an M.S. from Florida State University and an M.B.A. from Mercer University. Her research interests
include services marketing, service quality, retailing, and manager-employee relationships. Her publications include articles
in theJournal of Consumer Satisfaction, Dissatisfaction, and Complaining Behavior, The Service Industries Journal, and in various conference proceedings.
He received his Ph.D. from the University of Georgia. His research interests include cohort analysis, measurement issues,
generalizability studies, and customer satisfaction. He has published articles in theJournal of the Academy of Marketing Science, Journal of Advertising, Journal of Marketing, Journal of Marketing Research, and theJournal of Personal Selling and Sales Management, as well as in several conference proceedings. 相似文献
16.
Customer relationship dynamics: Service quality and customer loyalty in the context of varying levels of customer expertise and switching costs 总被引:1,自引:0,他引:1
Simon J. Bell Seigyoung Auh Karen Smalley 《Journal of the Academy of Marketing Science》2005,33(2):169-183
As customer-organization relationships deepen, consumers increase their expertise in the firm’s product line and industry
and develop increased switching costs. This study investigates the effects of customer investment expertise and perceived
switching costs on the relationships between technical and functional service quality and customer loyalty. Technical service
quality is hypothesized to be a more important determinant of customer loyalty than functional service quality as expertise
increases. Both technical and functional service quality are hypothesized to have a reduced relationship with customer loyalty
as perceived switching costs increase. Three-way interactions between the main effects of service quality, customer expertise,
and perceived switching costs yield additional insight into the change in relative importance of technical and functional
service quality in customers’ decision to be loyal. Six of eight hypotheses receive support. Implications are discussed for
customer relationship management over the relationship life cycle.
Simon J. Bell (s.bell@jims.cam.ac.uk; Ph.D., University of Melbourne) is a university lecturer in marketing at the Judge Institute of Management,
the business school of the University of Cambridge. His research has appeared in theJournal of the Academy of Marketing Science, the Journal of Retailing, theJournal of Business Research, Industrial Marketing Management, andMarketing Theory, among others. His.areas of research interest include organizational learning, sales force management and internal marketing,
services and relationship marketing, and corporate social responsibility.
Seigyoung Auh (sauh@brocku.ca; Ph.D., University of Michigan) is an assistant professor of marketing at Brock University, Ontario, Canada.
His research has been published in theJournal of Economic Psychology, theJournal of Business to Business Marketing, theJournal of Services Marketing, theJournal of Marketing Management, Industrial Marketing Management, and others. His research interests are in application of a resource-based view to marketing strategy, top management team
diversity and marketing strategy, customer orientation (customer satisfaction) and loyalty, interface between marketing and
entrepreneurship, and services and relationship marketing.
Karen Smalley (B.Comm. Hons, University of Melbourne) is an honors graduate in marketing at the University of Melbourne. 相似文献
17.
A refinement and validation of the MARKOR scale 总被引:3,自引:0,他引:3
Ken Matsuno John T. Mentzer Joseph O. Rentz 《Journal of the Academy of Marketing Science》2000,28(4):527-539
In this article, the authors attempt to develop an improved market orientation scale built on Kohli, Jaworski, and Kumar’s
market orientation scale (MARKOR). The modified scale is then compared with the MARKOR scale in a validation study. The authors
argue that the scale improves operationalization of the market orientation construct, and the results indicate that the psychometric
properties of the new scale are superior to those of the MARKOR scale. Implications of the results are discussed, and a future
research agenda is offered.
Ken Matsuno is assistant professor of marketing at Babson College. He received his Ph.D. from the University of Tennessee. His research
interests include marketing strategy formulation process and its outcomes and business-to-business marketing issues. His work
can be found in theJournal of Marketing, theInternational Journal of Physical Distribution and Logistics Management, and several academic conference proceedings.
John T. Mentzer is the Harry J. and Vivienne B. Bruce Excellence Chair of Business Policy in the Department of Marketing, Logistics, and
Transportation at the University of Tennessee. He received his Ph.D. from Michigan State. He has published in theJournal of the Academy of Marketing Science, Journal of Marketing, Journal of Business Logistics International Journal of
Physical Distribution and Logistics Management, Transportation Journal, Columbia Journal of World Business, Industrial Marketing
Management, Research in Marketing, and other journals.
Joseph O. Rentz is associate professor of marketing at the University of Tennessee, Knoxville. He received his Ph.D. from the University
of Georgia. His research interests include cohort analysis, measurement issues in marketing, generalizability studies, and
itnerfunctional effectiveness. He has published articles in theJournal of the Academy of Marketing Science, Journal of Marketing, andJournal of Marketing Research among others. 相似文献
18.
Relational communication traits and their effect on adaptiveness and sales performance 总被引:1,自引:0,他引:1
Michael L. Boorom Jerry R. Goolsby Rosemary P. Ramsey 《Journal of the Academy of Marketing Science》1998,26(1):16-30
Two relational communication traits, communication apprehension and interaction involvement, are investigated within an adaptive
selling framework to assess their impact on salesperson adaptiveness and sales performance. Using a sample of 239 insurance
salespeople, results demonstrate that salespeople exhibiting lower levels of communication apprehension are more highly involved
in communication interactions, and higher involvement facilitates increased adaptiveness and sales performance. This research
highlights the importance of effective communication within sales interactions and offers suggestions to improve salesperson
communication skill.
Michael L. Boorom is an associate professor of marketing and associate dean of the school of business and public administration at California
State University, San Bernardino. He received his Ph.D. from the University of South Florida. His research interests are salesperson
and sales manager communication skills. His work has been published in theJournal of Personal Selling & Sales Management and several conferences.
Jerry R. Goolsby is an associate professor of marketing at the University of South Florida. He received his Ph.D. from Texas Tech University.
His research interests include sales interactions and salesperson burnout and coping strategies. His work has been published
in theJournal of Marketing, Journal of Marketing Research, Journal of the Academy of Marketing Science, and other marketing journals.
Rosemary P. Ramsey is a professor and chair of the management and marketing department at Eastern Kentucky University. She earned her Ph.D.
from University of Cincinnati. Her research interests include sales interactions and measurement issues. Her work has been
published in theJournal of the Academy of Marketing Science, Journal of Business Research, Journal of Personal Selling & Sales Management,
Journal of Social Behavior and Personality. andJournal of Marketing Education. 相似文献
19.
Manjit S. Yadav 《Journal of the Academy of Marketing Science》1995,23(3):206-215
Heterogeneity of buyers’ preferences has played a significant role in the earlier economic analyses of bundling and continues
to be important in the recent investigations initiated by marketing and consumer researchers. Guided by a decision-framing
conceptualization, this study suggests that in a market characterized by heterogeneous preferences for items included in a
bundle offer, buyers’ bundle evaluations may vary significantly depending on which item is featured as the price leader (i.e.,
the discounted item). When two unequally preferred items were evaluated for purchase as a set, bundle evaluation was more
enhanced when the price leader was also the more preferred item. Thus, under such preference conditions, bundle evaluation
may be quite sensitive to the choice of the price leader. Besides highlighting the importance of incorporating psychological
considerations in bundling research, the results of this study also raise questions about the validity of a key assumption
made in the extant analyses of bundling strategies. Specifically, perceived savings on one item may not always transfer readily
to other items included in a bundle offer.
He received his Ph.D. in marketing from Virginia Polytechnic Institute and State University. His research interests include
price perception, pricing strategy, price bundling, and decision making. His research has been published in theJournal of Consumer Research, Journal of Marketing Research, andReview of Marketing. He is a member of the editorial advisory board ofPricing Strategy & Practice. 相似文献
20.
Transaction utility effects when quality is uncertain 总被引:1,自引:0,他引:1
Joel E. Urbany William O. Bearden Ajit Kaicker Melinda Smith-de Borrero 《Journal of the Academy of Marketing Science》1997,25(1):45-55
The existing literature finds that price discrepancy, which represents the difference between expected and observed price,
helps explain brand choice and purchase intention. This effect is often attributed to transaction utility, that is, the incremental
utility associated with the surprise of observing a price lower or higher than expected. This research considers the possibility,
however, that transaction utility is a less important determinant of choice when quality is uncertain. We propose and find
that acquisition utility (perceived value for the money) tends to dominate the explanation of purchase intention, but transaction
utility is significant only when consumers are more certain about quality. Our discussion considers the relative role of transaction
utility in explaining consumer decision making and how the informative and allocative roles of price might be distinguished.
He received his Ph.D. in marketing from Ohio State University and his B.S. from Ohio State University. His research interests
include information economics and pricing. Previously, he taught at the University of South Carolina. He has published in
theJournal of Consumer Research, Journal of Marketing, andJournal of Retailing, among others.
He received his Ph.D. at the University of South Carolina, his M.B.A. from the University of Georgia, and a B.S. degree from
Clemson University. Previously, he taught at the University of Alabama. His research interests include consumer perceptions
of value and interpersonal influences. He has published in theJournal of Consumer Research and theJournal of Marketing Research, among others.
He received his Ph.D. in marketing from the University of South Carolina and has a Bachelor’s degree in economics from the
University of Delhi. His research interests include price bundling, price effects on perceived quality perceptions, and segmentation
of business-to-business markets. He has published in theJournal of Business Research and theAdvances in Consumer Research series, published by the Association of Consumer Research. He previously taught on the faculty of Valdosta State University.
She received a B.S. in statistics, a Ph.D. in marketing from the University of South Carolina, and a M.S. in statistics from
Virginia Polytechnic Institute. She previously taught at Lehigh University. Her research interests include market segmentation,
discrete data analysis, and pricing. She has published in theJournal of Marketing Research, as well as in theProceedings of the American Marketing Association and theAssociation for Consumer Research. 相似文献